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2 Evolving by System to Service Management System management (*) refers to enterprise-wide administration of distributed computer systems. Systems management is strongly influenced by network management initiatives in telecomunications. System management may involve one or more of the following tasks: Hardware inventories. Server availability monitoring and metrics. Software inventory and installation. Anti-visrus and anti-malware management. User's activities monitoring. Capacity monitoring. Security management. Storage management. Network capacity and utilization monitoring. IT Service Management (ITSM) (*) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. The following represents a characteristic statement from the ITSM literature * Extracted from wikipedia.org

4 Service Management A survey for CIO and IT executives in 2009 suggests what are the area where they think to have better results 2009 IBM Global CIO Study

5 Few metrics... Expected investments in IT Management Software as a Service (SaaS) by USD 1 billion in 2008 to USD 2.4 billion in 2012 Impact on different disciplines

6 Cloud computing is a model for enabling convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction. From Nist, National Institute Standard and Technologies

8 Something profound is now happening with the infusion of intelligence into the way the world works Our world is becoming INSTRUMENTED Our world is becoming INTERCONNECTED Virtually all things are becoming INTELLIGENT... Our planet is becoming smarter

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10 ITIL is not a standard A technical standard (*) is an established norm or requirement. It is usually a formal document that establishes uniform engineering or technical criteria, methods, processes and practices. A technical standard can also be a controlled artifact or similar formal means used for calibration. Reference Standards and certified reference materials have an assigned value by direct comparison with a reference base. A primary standard is usually under jurisdication of a national standards body. Secondary, tertiary, check standards and standard materials may be used for reference in a metrology system. * Extracted from wikipedia.org

11 ITIL is a de facto Standard for Service Management built on industry Best practice What is ITIL? ITIL stands for Information Technology Infrastructure Library A set of books that describe best practices IT service management An internationally-recognized set of best practices in the public domain Provides guidance, but not a step-by-step methodology A holistic approach to IT infrastructure management ITIL by its widespread use became a de facto standard The aims in developing the IT Infrastructure Library are To facilitate the quality management of IT services and in doing so increase the efficiency with which the corporate objectives and business requirements are met. To improve efficiency, increase effectiveness, and reduce risks. To provide codes of practice in support of total quality. Benefits of implementing ITIL Enhanced Customer satisfaction as it is clear what service providers know and deliver. Formalizes the use of procedures so that they are more reliable to follow. Improved quality of service more reliable business support. Better motivated staff through better management of expectations and responsibilities.

13 The Genesis of ITIL : In the beginning The British government commissioned a study to find out what is the best way to align IT with business objectives, lower costs and improve quality. Results published in 40+ books as the Information Technology Infrastructure Library (ITIL) Revisions between 2000 and 2004 resulted in Version 2 of ITIL as a consolidated framework for IT Service Management Version 3 released in 2007 establishes a lifecycle approach to IT Service Management Version 1 Version 2 Version 3 Managers Set Computer Software Operations Support Set Set Office Environment Set Service Delivery Set The business The business perspective Networks Set Planning to implement service management Service management Service support ICT Infrastructure management Service delivery Security Software asset management management Application management Environmental Management Set Environmental Strategy Set Service Support Set The technology

15 Useful Links ITIL v3 Pocket Guide has been made available by ITSMF free of charge

16 Improving business processes... ITIL provides a framework of best practice guidance for managing IT Services. ISO/IEC specifies the components needed to demonstrate a fully deployed, integrated and proactively managed set of processes. COBIT provides maturity models for control over IT processes, so management can map where the organisation is today, where it stands in relation to the best in class in its industry and to international standards. SIX SIGMA management framework for improving the quality of the processes: it identifies the number of defects and errors in business processes and seeks the causes in order to remove them.

17 What is ITIL? ITIL is a library of books that aim to describe best practices for IT Service Management Content of ITIL Currently ITIL consists in a set of books, which document and place existing methods and activities in a structured context." ITIL as a Guidance "ITIL does not cast in stone every action you should do on a day to day basis because that is something that will differ from organization to organization. Instead it focuses on best practice that can be utilized in different ways according to need."

18 What is ITIL? ITIL is a library of books that document industry accepted best practices for IT Service Management (considered a de facto standard in the area of Service Management) A framework of IT Service Management best practices originating from a study funded by the UK government in the late 1980 s V1 mainframe oriented 1980 s V2 released early 2000 s V3 lifecycle-based released May 2007 ITIL stands for the IT Infrastructure Library ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office

19 Customers across the globe are asking more and more about ITIL Benefits of ITIL More professional staff Enhanced customer satisfaction as service providers know and deliver what is expected of them Better service quality and responsiveness Properly aligned roles and responsibilities ITIL incorporates a QM-Strategy Long term cost reduction for IT services Improved alignment of IT with the business and improved service delivery ITIL brings a cross-organizational focus on business results and customer satisfaction

20 ITIL Implementation: Adopt and Adapt ITIL describes what needs to be done but not how it should be done. ITIL does not define: Every role, job or organization design Every tool, every tool requirement, every required customization Every process, procedure and task required to implement ITIL does not claim to be a comprehensive description of everything within IT, but IT management best practices observed and accepted in the industry. Adopt ITIL as a common language and reference point for IT Service Management best practices and key concepts. Adapt ITIL best practices to achieve business objectives specific to each company.

21 ITIL v3 Service lifecycle Iterative and multidimensional Aimed to provide structure, stability and strength to the Service Management Ensures leverage capabilities in one area for learning and improvements in others

22 ITIL v3 Service lifecycle

23 ITIL v3 Service lifecycle

24 ITIL v3 Service lifecycle

25 ITIL v3 Service lifecycle

26 ITIL v3 Service lifecycle Strategy Determine requiremen ts from the business Design Design service Consider warranty attributes (availability, capacity, etc.) Create service via development and integration Test service Coordinate RFCs to put service into production Deploy release Run service pilots Transition Operate and monitor service Support service Manage requests Operation Improvement Report service metrics Identify ROI Improve services

29 Service Transition how to move a service or configuration item from one status to the other Definition Service Transition consists of process management and coordination, systems and functions requested to build, test and move in production the new or changed service or configuration item. Processes Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Evaluation Knowledge Management Key concepts: Configuration Management System & CMDB Service Knowledge Management System Definitive Media Library Service V-Model Organizing service Transition Functions, roles and responsabilities

30 Service Operation how to implement and support services assuring client and provider with the value of the service Definition Service Operation implies the coordination and execution of activities and processes requested to provide and manage services for business client within SLA Process Event Management Incident Management Request Management Problem Management Request Fulfilment Access Management Operational Management Key Concepts Request, Events, Incident Problem, Workaround, Known Error KEDB Access Management Monitor and control loop

31 Continual Service Improvement how to increase the value of the service or realign to business needs Definition Il Continual Service Improvement deals with service improvement and has to be applied to all the lifecycle Process Service Measurement Service Reporting Service Improvement Key Concepts Service Measurements Business case focus ROI perspective Service improvement model

33 Key elements - Process Implementation Content: Understanding processes and their implementation Understanding the real need of using processes Understanding the benefits, the success factors, the problem areas, and the costs IT Service Management Project

34 Key elements - Process Implementation Service, Process and Procedure A Service A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. A Process Is a connected series of actions, activities, changes etc, performed by agents with the intent of satisfying a purpose or achieving a goal. A Procedure Is a description of logically related activities, and who carries them out. A procedure may include stages from different processes. A procedure defines who does what, and varies depending on the organization.

35 Key elements - Process Implementation What is a process? A process is a sequence of interrelated activities that collectively take an input, add value to it and produce an output which achieves a specific objective. ITIL focus on Processes CONTROL Policy Budgets... Input Requests Incidents Alerts Requirements... Process Output Changed environment a report a resolved incident.. ENABLE People Tools Knowledge Resources

36 Key elements - Process Implementation A process flows across the organizational hierarchies within a company and sometimes flows across company boundaries

37 Key elements - Process Implementation Why do we need Processes? Process serves as a foundation for the definition of the remaining elements of the management system-organization and technology Processes capture and document: - Ownership, responsibilities, measurements - Consistent, structured working practices - Policy decisions, scope and objectives - Clear interfaces and two-way communication paths with other processes, people and tools Processes ensure a stable, controlled, repeatable service that can be objectively measured against contract deliverables and service levels Processes enable: - Efficient and effective service to meet both client and provider needs - Cost and quality improvement Service-focussed processes enable to manage IT technology and organisation in ways which facilitate alignment with clients' business objectives

38 Key elements - Process Implementation Mission critical changes or reorgs within an IT corporate require new processes or needs to improve existing processes. Which problems do IT organizations face today? Non-allocated service costs. Difficulties to justify investments. Improvement of services are not measurable. A few persons with too many responsibility. No willing to change organization culture Lack of relationship management. Which challenges do IT organization stands today? Should IT services quality be improved? Is there a merging with another organization planned? Are there mission critical business changes planned Server consolidation Additional Clients to manage Is there any OS Migration planned?

39 Key elements - Process Implementation What are the benefits? Gartner has reported that: - Around 70% of systems management technology implementations fail due to neglect of process and organization considerations - Approximately 80% of unplanned downtime is caused by process and people issues, with the remainder caused by technology failures and disasters - Up to 70% of ROI derives from process improvements rather than tools The implementation and continual improvement of effective processes utilizing best practices enable delivery of a service in which these errors are reduced Processes are critical to maintain effective business operations

40 Key elements - Process Implementation ITSM Project Following process model should be used by the organization as the framework for process improvement/ introduction project.

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